Case Study: Harry Rosen, Inc achieves 70% ticket deflection and 96% accuracy with Netomi AI

How Harry Rosen Resolves 70% of Tickets with Netomi's AI

Harry Rosen, Inc faced a surge in digital customer service tickets during the COVID-19 pandemic that overwhelmed its contact center and forced the retailer to reallocate in‑store staff to handle digital care. To address this, Harry Rosen engaged Netomi and deployed its AI agent, Hailey, to support and then directly handle customer inquiries across email and chat.

Netomi’s Hailey was integrated with Harry Rosen’s backend to automate repetitive requests (order status, cancellations, exchanges, alterations), reducing resolution times from several days to mere hours and allowing the company to avoid hiring additional agents during peak seasons. The Netomi solution now deflects more than 70% of tickets with about 96% accuracy, freeing human agents for higher‑value work and materially improving service capacity and speed.

Harry Rosen, Inc

Ian Rosen

President